Customer Service Team Leader

Job Description

Serving our customers, communities, and planet a little better every day.

Customer Service Team Leader | Permanent
Work Level: 1
Location: Newcastle
Office Attendance: This role is office based in Newcastle (Q8 Building, Quorum Business Park, Longbenton, NE12 8BU)
Shift Pattern: You’ll work a 9-week rotating shift pattern, with shifts scheduled Monday to Friday between 08:00 and 20:00, and weekend shifts (Saturday and Sunday) between 09:00 and 14:00.
Across the rotation, you’ll work two Saturday shifts and one Sunday shift. Your hours will vary week to week, ranging from a minimum of 28.5 hours to a maximum of 41 hours, but this averages to 36 hours per week across the full rotation.
When you’re scheduled to work a weekend shift, you’ll have a pre-planned weekday rest day (RDO) in the same week (Monday to Friday) to balance your hours. This structured rotation provides a consistent full-time pattern with a mix of shift times and planned time off.
Starting Salary: From £38,000 (pro rata) plus competitive benefits
Closing Date: 26 June 2026 at 5pm

OpportunityWe deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.
We’re looking for an experienced Customer Service Team Leader (IMS Car and Home Management) to join our Insurance and Money Services Team. We’re recruiting a motivated, organised individual. You'll be looking after a team whose primary responsibility will be to provide exceptional service to our customers to encourage the continued use of our products and services.
The Role• Taking care of c.12 colleagues to ensure they can be at their best to service our customer & committed to building a strong team and offering support and motivation.• Motivating and developing colleagues based on their individual needs.• Overseeing that the service to our customers is as we expect.• Looking for opportunities to continually improve how we support colleagues and customers in what we do.• Ensuring colleagues follow our policy and process – always meeting our quality expectations.• Continually embedding and developing a positive culture across our teams.• Reviewing and understanding more about what our customers’ needs and how we’re meeting these needs daily.
We need you to have (minimum experience)• Customer service & leadership experience.• Experience of managing and coaching a successful team, with ability to give honest and constructive feedback.• A proven track record of providing and driving excellent customer service.• Evidence of supporting and developing self and others.• Strong communication skills and customer focused.• Excellent time management.• Continuous improvement mindset; finding opportunities to drive improvement in processes & services.• Completing risk assessment and quality measures.• Ability to learn new systems and processes.
What’s in it for you?• Prepare for your retirement with our colleague pension scheme.• Virtual GP Service for you and your family 365 days a year.• Performance related annual bonus.• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.• A place to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.• Take part in our Buy as you Earn and Save as your Earn share schemes.
Everyone’s welcomeWe want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
InterviewsInterviews are expected to be held from June 2026

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centers are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!